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eMobile: Steve

olaola wrote: »

Hi Steve, thanks for getting back to me. I did DM you on Twitter. I'll reply there. I'm sending the phone to work as there is always someone here to receive it.

Thanks,
Orla

Hi Orla,

Just spoke with the rep in question, who said he was speaking with you...? Was this resolved?

-Steve

eMobile: Steve

McCalvin wrote: »

Steve, I've PMd you.

Also want to know about my order, and about being charged twice for the same order which hasn't arrived.

As everyone else, I've wasted hours on hold, countless emails and tweets... and I'm still none the wiser. What is going on in there?

Hi There,

Got back to your PM.

-Steve

ryaner777

Hi Steve,
I sent you a PM and a series of messages on your own forum as I didn't know you had a rep here. I'll PM you my details here as well just in case, can you follow up on my order asap as it's getting more and more frustrating getting no info from eircom. As can you ask them to turn back on the customer service lines please as the thought of a company hunging up on potential and new customers if just awful.

Thanks, order number EMBPYXQXXWY

eMobile: Steve

Fitzinho wrote: »

She simply said "I'm so sorry but eMobile have instructed us not to deliver any phones today because the information we are getting from them is not correct, because of this we hope to deliver them tomorrow"

My papers have been with eMobile for two fricken weeks now, I had an order in within mins of the phone going up online, my papers emailed over a few mins after that. I should have been right at the top of the queue to get this.

I understand. I am aware that due to stock levels there have been delays in getting the phone out. I will DM you some further info on this.

-Steve

eMobile: Steve

ryaner777 wrote: »

Hi Steve,
I sent you a PM and a series of messages on your own forum as I didn't know you had a rep here. I'll PM you my details here as well just in case, can you follow up on my order asap as it's getting more and more frustrating getting no info from eircom. As can you ask them to turn back on the customer service lines please as the thought of a company hunging up on potential and new customers if just awful.

Thanks, order number EMBPYXQXXWY

Hi there,

Can you PM me that with the name and address associated with the order please?

-Steve

olaola

eMobile: Steve wrote: »

Hi Orla,

Just spoke with the rep in question, who said he was speaking with you...? Was this resolved?

-Steve

Hey Steve, a very helpful and apologetic rep rang me to explain the situation. Not particuarly happy that a: I have to wait and b: a person who ordered after me got theirs yesterday! But sure, what can be done now. All I really needed was someone to explain what was happening!

Thanks for getting it sorted - somewhat!

Orla.

eMobile: Steve

olaola wrote: »

Hey Steve, a very helpful and apologetic rep rang me to explain the situation. Not particuarly happy that a: I have to wait and b: a person who ordered after me got theirs yesterday! But sure, what can be done now. All I really needed was someone to explain what was happening!

Thanks for getting it sorted - somewhat!

Orla.

Again Orla, very sorry about this.

If I get any update on a timeframe i'll let you know.

-Steve

McCalvin

eMobile: Steve wrote: »

Hi There,

Got back to your PM.

-Steve

I sent that mail at 10:27 PM last night (16 hours ago), it's in a mail trail of several mails- mostly one way.

Surely you only need the order number to find out what I need to know?

I was asked to contact Damien through the sales mail-in re: the double charge as explained in the mail.

eMobile: Steve

McCalvin wrote: »

I sent that mail at 10:27 PM last night (16 hours ago), it's in a mail trail of several mails- mostly one way.

Surely you only need the order number to find out what I need to know?

I was asked to contact Damien through the sales mail-in re: the double charge as explained in the mail.

Hi McCalvin,

You sure those PM's were sent to me? The first PM I received off you was Today @ 14:09.

I'll forward these over to Damien now.

I also just ask for the name and address to verify I am speaking with the person who placed the order.

-Steve

McCalvin

eMobile: Steve wrote: »

Hi McCalvin,

You sure those PM's were sent to me? The first PM I received off you was Today @ 14:09.

I'll forward these over to Damien now.

I also just ask for the name and address to verify I am speaking with the person who placed the order.

-Steve

I only resorted to boards today, I was tweeting you before and have been trying to get in contact through mail and phone with anyone... there's an awful lot of smoke and mirrors here, one would almost think it's delaying tactics? You could just tell us you're out of stock and you messed up on the initial order allocation, it happens. Trying to string people along is not how I'd try and keep customers.

I'll PM you my address.

eMobile: Steve

McCalvin wrote: »

I only resorted to boards today, I was tweeting you before and have been trying to get in contact through mail and phone with anyone... there's an awful lot of smoke and mirrors here, one would almost think it's delaying tactics? You could just tell us you're out of stock and you messed up on the initial order allocation, it happens. Trying to string people along is not how I'd try and keep customers.

I'll PM you my address.

Thanks. I know there will be stock coming in weekly over the next number of weeks and anyone affected by this will be notified of the delay.

I have also forwarded this over to Damien as requested.

-Steve

sham69

Still waiting on reply by pm re: earlier
Thanks Steve.

olaola

eMobile: Steve wrote: »

Again Orla, very sorry about this.

If I get any update on a timeframe i'll let you know.

-Steve

It arrived this morning! Thanks a million - delighted now

sham69

It arrived this morning! Thanks a million - delighted now

Steve, this is a bit of a joke.
I ordered last wednesday week?
No offence olaola, glad you got sorted.

Any chance of an update Steve, when you get online.
I haven't heard anything from anyone.
It seems to be up to me to make the calls, send the emails etc.
This is not good enough Steve.

ryaner777

Anyone know what the hold times are like on emobile this morning ? In work and can't afford another half day on the phone to them only to be cut off because they are busy.

Congratulations Orla, did you receive an email or text notification that it had been dispatached ? or did you just get a nice surprise this morning from the courier ?

Maental2000

Steve, I'm in the same boat. I ordered mine last Monday & not a word from ye. Money taken from my account straight away, eventhough it clearly states on your website that no money will be taken until the phone is dispatched. Then when I rang on Thursday to try and get some information it turns out there was no record of my purchase :eek: so I was passed from one dept to another. Got through to a sound guy called Damien who rang me back to tell me my order was found and was now being put up on the system and that his colleague would be in touch should she require anything from me. Haven't heard a thing since.
I think that's what's frustrating people so much....NO COMMUNICATION from ye at all, even if it was just an email to say that the required documents which I emailed in have been accepted. If this doesn't get sorted soon, I'll be filing a complaint against ye with Comreg & NCA.

Just got through to ye there actually after being on hold for almost 30 mins....only to be told by customer care that there's still no record of me on the system!!! She offered to pass me over to sales to speak with them if I wanted, but what was the point when they're going to be of no help to me either?! She explained to me that the reason why I haven't got an email to say whether my documents are satisfactory or not is because they haven't even got around to processing my order...a whole WEEK later like!!

Hello eircom, the world's most popular phone just called....hire some extra temp staff ye cheapskates cos ye're being inundated with orders!!!

sham69

No Steve today then i take it?
i am waiting for a reply since Friday afternoon...

ryaner777

Just got an email advising that they ship my phone on the week commencing the 21st of november, means I might not have it now till the 25th nearly a complete month since my order was processed, also my sales order number has changed which makes me think they've completly lost my first order.

Joke of a company and customer service team.

sham69

that's a joke, so another 2 weeks?
I am so sorry I went near this crowd, absolute joke.
I still haven't received any email though.
No communication whatsoever apart from me making calls on my own time from work and sending email and PM's to Steve, who has disappeared.

sham69

I have had enough of waiting for replies.
I have been on to the NCA and am waiting for a call back advising me on what to do.
I will try to get my money back and go to another operator.
All I wanted was some communication regarding my order but its too late now.
I am not giving this shower my money.
The NCA did say that they had not right taking the money until item was shipped so that might be a way out.

Maental2000

sham69 wrote: »

I have had enough of waiting for replies.
I have been on to the NCA and am waiting for a call back advising me on what to do.
I will try to get my money back and go to another operator.
All I wanted was some communication regarding my order but its too late now.
I am not giving this shower my money.
The NCA did say that they had not right taking the money until item was shipped so that might be a way out.

Let me know how you get on with the NCA please. If I don't hear from them by Wed, I'll be following your lead.

Fitzinho

Got my phone, finally, fairly shambolic to get this far but at least I have it.

All looks fine so far apart from the Facebook app which won't update, just gets stuck on the loading screen, kinda crap. hope a wipe and fresh start will sort it.

sham69

Got my phone, finally, fairly shambolic to get this far but at least I have it.

All looks fine so far apart from the Facebook app which won't update, just gets stuck on the loading screen, kinda crap. hope a wipe and fresh start will sort it/QUOTE]

Glad you got sorted mate, enjoy the phone.
I just wish I knew what was happening with mine, the 5 will be out by the time I get it...

Fitzinho

sham69 wrote: »

Got my phone, finally, fairly shambolic to get this far but at least I have it.

All looks fine so far apart from the Facebook app which won't update, just gets stuck on the loading screen, kinda crap. hope a wipe and fresh start will sort it/QUOTE]

Glad you got sorted mate, enjoy the phone.
I just wish I knew what was happening with mine, the 5 will be out by the time I get it...

The iPhone 6 will be out by the time you get a reply here!

Hope yours comes soon

niallyh

I ordered mine on the 26th of october. i returned a Samsung Galaxy in order to take up the iphone 4s.

I got this response last week

Thank you for your email.
I can confirm that your phone has been received.
In relation to your iPhone. We are waiting on a deposit of ¬130. Also some of your documentation is incorrect. Sales support would have sent you an email in relation to this today. These conditions must be fulfilled before the phone can be dispatched.
If you have any further queries please call customer care on 1800 69 00 00 or email customercare@emobile.ie and we will be delighted to assist you.
Regards,

Michelle
Customer Care Administration Team
Customer Care Department
eMobile


My full deposit was paid when i ordered my phone!! in total i have give emobile 329 euro for 2 phones, one of which they have received as a return and the have taken 179 euro from me for the iphone even though my phone has not been dispatched either.

So angry at this shower because i have called up numerous times and the staff either put you on hold or transfer you.

THERES ONLY SO MUCH F*CKING WESTLIFE AND SNOW PATROL I CAN TAKE!!!

EMOBILE, please can you just give me an update. I think Joe Duffy is my only option as stuff only seems to start moving when its brought up in teh national media.

Maental2000

niallyh wrote: »

I ordered mine on the 26th of october. i returned a Samsung Galaxy in order to take up the iphone 4s.

I got this response last week

Thank you for your email.
I can confirm that your phone has been received.
In relation to your iPhone. We are waiting on a deposit of ¬130. Also some of your documentation is incorrect. Sales support would have sent you an email in relation to this today. These conditions must be fulfilled before the phone can be dispatched.
If you have any further queries please call customer care on 1800 69 00 00 or email customercare@emobile.ie and we will be delighted to assist you.
Regards,

Michelle
Customer Care Administration Team
Customer Care Department
eMobile


My full deposit was paid when i ordered my phone!! in total i have give emobile 329 euro for 2 phones, one of which they have received as a return and the have taken 179 euro from me for the iphone even though my phone has not been dispatched either.

So angry at this shower because i have called up numerous times and the staff either put you on hold or transfer you.

THERES ONLY SO MUCH F*CKING WESTLIFE AND SNOW PATROL I CAN TAKE!!!

EMOBILE, please can you just give me an update. I think Joe Duffy is my only option as stuff only seems to start moving when its brought up in teh national media.

Joe Duffy is sounding like a fantastic idea!!!!!!

Henry Ford III

Same issue here. Ordered on 28th October and paid €149 for a phone in stock. I got an acknowledgement but nothing since. It's a very poor way to start a relationship. Steve appears to have gone awol too. PM on e moibile board not replied to. Customer service on the phone is impossible to use. Holding for 25 mins or more, and even then they've no idea of how to help.

It's a bit of a shambles tbh. Needs clearing up.

eMobile: Steve

ryaner777 wrote: »

Anyone know what the hold times are like on emobile this morning ? In work and can't afford another half day on the phone to them only to be cut off because they are busy.

Congratulations Orla, did you receive an email or text notification that it had been dispatached ? or did you just get a nice surprise this morning from the courier ?

Hi ryaner777
apologies for the delay in replying and in the delay in getting through to customer care.
We have experienced a delay in the activation of offers for a small number of customers. We are working through each customer affected and all outstanding orders should be back active by the end of the day. Customer care response times should then return to normal.
Apologies for the inconvenience.
Tony

sham69

any update for me Steve?
THanks

ryaner777

eMobile: Steve wrote: »

Hi ryaner777
apologies for the delay in replying and in the delay in getting through to customer care.
We have experienced a delay in the activation of offers for a small number of customers. We are working through each customer affected and all outstanding orders should be back active by the end of the day. Customer care response times should then return to normal.
Apologies for the inconvenience.
Tony

Hi tony,

Maybe you could be a little clearer, are you saying that my order will be processed by the end of the day and i'll have my phone tomorrow ? Or are you simply fobbing me off with a responce that means absolutly nothing and has no influence on when the affected customers will receive their phones ?

Please don't be trying to fob me off tony. Every contact I've had with emobile i've been simply dismissed with some really bad excuse. Please give me some actual information on the situation.

Thanks in advance

Dave

eMobile: Steve

Henry Ford III wrote: »

Same issue here. Ordered on 28th October and paid €149 for a phone in stock. I got an acknowledgement but nothing since. It's a very poor way to start a relationship. Steve appears to have gone awol too. PM on e moibile board not replied to. Customer service on the phone is impossible to use. Holding for 25 mins or more, and even then they've no idea of how to help.

It's a bit of a shambles tbh. Needs clearing up.

Hi Henry Ford III
Apologies for delay in response, Steve is off for a few days. If you DM me your order details I can chase for you.
Tony

Henry Ford III

eMobile: Steve wrote: »

Hi Henry Ford III
Apologies for delay in response, Steve is off for a few days. If you DM me your order details I can chase for you.
Tony

You'll have a PM in a few minutes Tony. Thanks.

eMobile: Steve

ryaner777 wrote: »

Hi tony,

Maybe you could be a little clearer, are you saying that my order will be processed by the end of the day and i'll have my phone tomorrow ? Or are you simply fobbing me off with a responce that means absolutly nothing and has no influence on when the affected customers will receive their phones ?

Please don't be trying to fob me off tony. Every contact I've had with emobile i've been simply dismissed with some really bad excuse. Please give me some actual information on the situation.

Thanks in advance

Dave

No absolutely not ryaner777, I was responding to the situation you highlighted, where customer response has been slower than normal due to exceptionaly high calls. Response times should be returned to normal by end of the day. I am afraid that if you have been advised that phones not in stock I cannot effect this. Sorry
Tony

sham69

any update for me Steve?
THanks

Sorry, should be Tony....
THanks,

ryaner777

eMobile: Steve wrote: »

No absolutely not ryaner777, I was responding to the situation you highlighted, where customer response has been slower than normal due to exceptionaly high calls. Response times should be returned to normal by end of the day. I am afraid that if you have been advised that phones not in stock I cannot effect this. Sorry
Tony

Ok, I've sent you a PM that you may be able to assist with. If you need any further info please let me know.

Thanks

Dave

eMobile: Steve

sham69 wrote: »

Sorry, should be Tony....
THanks,

Hi Sham69
sorry for delay in replying, had to go through quite a few notes to see where we were in regard to order. I have contacted the relevant section manager and am awaiting a reply. I realise from your previous posts that you have been waiting quite a while, I will push this as fast as I can for you. I should at least be able to add clarity here.
Tony

eMobile: Steve

ryaner777 wrote: »

Ok, I've sent you a PM that you may be able to assist with. If you need any further info please let me know.

Thanks

Dave

Hi ryaner777
have received and PM'd you back.
Thanks
Tony

sham69

yeah its been quite a trip Tony.
I appreciate the reply, Steve was checking out the possibility of me collecting from a store if possible, thats where he left it on Friday?
Cheers
Sham.

Maental2000

eMobile: Steve wrote: »

Hi ryaner777
have received and PM'd you back.
Thanks
Tony

Hi Steve/Tony

I've also just PM'd you there. If you could look into it I'd appreciate it.

Thanks in advance,

Martin.

ryaner777

OK, have any of your received any solid information from this emobile rep today or have we been fobbed off again for another day ? and for a different rep to tells us exatly the same things again tomorrow ?

Maental2000, Sham69, Henry Ford III ?

Anything ?

Hopefully at least one of us got some good news ?

Henry Ford III

I've not had any reply.

jam_mac_jam

I made an order with the eircom friends and family yesterday, one for me and one for my son. The order was never made, the customer service rep cant find it. I gave all my details yesterday over the phone and the order has just disapeared.

Does this mean the codes are gone and I can no longer take up on this offer. I have tried customer service they are not being very helpful just waiting for them to call me back about it.

Henry Ford III

jam_mac_jam wrote: »

I made an order with the eircom friends and family yesterday, one for me and one for my son. The order was never made, the customer service rep cant find it. I gave all my details yesterday over the phone and the order has just disapeared.

Does this mean the codes are gone and I can no longer take up on this offer. I have tried customer service they are not being very helpful just waiting for them to call me back about it.

I was told these orders were online only. It was easy enough input, and I got an immediate acceptance and confirmation number.

ryaner777

jam_mac_jam wrote: »

I made an order with the eircom friends and family yesterday, one for me and one for my son. The order was never made, the customer service rep cant find it. I gave all my details yesterday over the phone and the order has just disapeared.

Does this mean the codes are gone and I can no longer take up on this offer. I have tried customer service they are not being very helpful just waiting for them to call me back about it.

Best of luck with your order jam_mac,

By any chance are we all waiting on the 32gb white version of the 4s ?

jpbdrogheda

I too have PM'd Steve on here - no response. Emailed eMobile - no response. Call numerous occasions - holding for 20+mins before giving up. And to date have not received 1 communication back.

In comparison, I contacted my current mobile provider O2 by PM on here last night and got a response early this morning.

Am I to take from this that eMobile do not want my business? ANd as a longtime Eircom customer I am so tempted to cancel all my business with them.

It is no way to treat potential customers and makes me question what future customer service will be like.

Tony/Steve - I would really appreciate a prompt response at this stage.

ryaner777

welcome to the club jbdrogheda

sham69

no good news from me folks.
Tony did say there will be an update from him or steve later on the week regarding stock.
Thats all I know.

Maental2000

ryaner777 wrote: »

OK, have any of your received any solid information from this emobile rep today or have we been fobbed off again for another day ? and for a different rep to tells us exatly the same things again tomorrow ?

Maental2000, Sham69, Henry Ford III ?

Anything ?

Hopefully at least one of us got some good news ?

I PM'd Tony explaining that there seems to be no record of my order anytime I ring because apparently it hasn't been "put up on the system"....eventhough I ordered on the 31st. He did get back to me alright apologising & said that they are expecting a delivery of iPhones next wk(unsure of dates at the mo) to cover all existing orders. But that didn't really answer the Q I had asked!

Oh and it's the black 64gb one I'm waiting on...

Henry Ford III

Maental2000 wrote: »

I PM'd Tony explaining that there seems to be no record of my order anytime I ring because apparently it hasn't been "put up on the system"....eventhough I ordered on the 31st. He did get back to me alright apologising & said that they are expecting a delivery of iPhones next wk(unsure of dates at the mo) to cover all existing orders. But that didn't really answer the Q I had asked!

I ordered 3 days prior to you, for a phone they actually had in stock.

No update since, and no reply to my pm from Tony either. So disappointed in emobile. Ordering online was fine, and they took my money very fast indeed, but as regards product delivery, updates, or service they've been dreadful.

I also tried calling them and hung up after 25 mins on hold, and have tried getting an update on the emobile forum - again no reply.

I'm almost out of patience.

Maental2000

Henry Ford III wrote: »

I ordered 3 days prior to you, for a phone they actually had in stock.

No update since, and no reply to my pm from Tony either. So disappointed in emobile. Ordering online was fine, and they took my money very fast indeed, but as regards product delivery, updates, or service they've been dreadful.

I also tried calling them and hung up after 25 mins on hold, and have tried getting an update on the emobile forum - again no reply.

I'm almost out of patience.

It's very annoying in fairness. It's the no communication from them that's driving me mad! I can't believe that they never thought ahead to hire some extra temp staff, because the iPhone came out & coincided with that family & friends offer they have so obviously there was going to be massive uptake there like. Plus they had that 3 months free line rental offer on at the same time too. They're clearly understaffed, which is a complete joke! I'm seriously considering cancelling my order.